How can we make Delivery Hero's restaurant partner onboarding process faster and more efficient?

Introduction

To improve Delivery Hero's restaurant partner onboarding process, we need to focus on streamlining and optimizing the journey from initial contact to active participation on the platform. This challenge is crucial for Delivery Hero's growth and market position in the competitive food delivery space. I'll approach this by examining user segments, identifying pain points, generating solutions, and proposing metrics for success.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking about the current onboarding funnel. Could you share the current conversion rate from initial contact to active restaurant partner?

Why it matters: Helps identify where the most significant drop-offs occur in the onboarding process. Expected answer: Around 30-40% conversion rate. Impact on approach: Low conversion would focus on early-stage improvements, while high conversion might suggest optimizing later stages.

• Considering user behavior, I'm curious about the average time it takes for a restaurant to complete the onboarding process. What's the current timeline from initial contact to the first order fulfilled?

Why it matters: Identifies potential bottlenecks and areas for time optimization. Expected answer: 2-3 weeks on average. Impact on approach: Longer timelines would prioritize automation and parallel processing, while shorter ones might focus on quality assurance.

• Examining pain points, I'm wondering about the most common reasons restaurants drop out during onboarding. What are the top 3 reasons partners cite for not completing the process?

Why it matters: Directly informs which areas of the onboarding process need the most attention. Expected answer: Complexity of paperwork, time investment required, uncertainty about ROI. Impact on approach: Would guide the focus of our solutions towards simplification, time-saving measures, or better communication of value proposition.

• Considering the product lifecycle, where does Delivery Hero see the most growth potential? Are we focusing on expanding into new markets or deepening penetration in existing ones?

Why it matters: Influences whether we optimize for scalability across diverse markets or for efficiency in established areas. Expected answer: Balanced approach with emphasis on existing market penetration. Impact on approach: Would tailor solutions to be adaptable across markets while prioritizing improvements that benefit the majority of current operations.